Customer Care Center Specialist at Torrington Savings Bank – Torrington, Connecticut

Overview:

Under limited supervision, responsible for providing excellent customer service by answering incoming calls, email, online chat, or platform messages. Addressing inquiries, resolving complaints, and generally providing a higher level of customer support on multiple products and services. Direct customers and customer telephone calls to the appropriate department/employee as necessary.

Primary Accountabilities / Responsibilities:

1. Answer all incoming calls promptly
2. Answer voicemail calls and direct to appropriate destination, if necessary.
3. Maintain a courteous and pleasant attitude, providing excellent customer experience.
4. Effective listener and excellent communication skills
5. Ensures that appropriate actions are taken to resolve customers’ problems and concerns, escalates when necessary
6. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
7. Collects and records orders for new or additional products or services.
8. Knowledge of Bank’s products, services, culture and practices to offer higher level of support.
9. Ability to follow policies and procedures; seek out assistance as needed.
10. Familiarity with Insight and loan platform programs to allow for transaction processing and residential loan navigation.
11. Ability to take Residential and Consumer Loan applications (NMLS Certification required)
12. Proficient computer skills with the ability to learn new software.
13. Participate in Community Events.
14. Other duties as assigned

Work Environment/Physical Demands/Condition Requirements:

Busy office environment, with moderate noise: computers, printers, phones, and light traffic. Must be able to focus and not be easily distracted. Must be able to sit for at least 70% of the workday. Some movement is required to retrieve files, etc. Must be able to see computer screen and read documents.

Equipment Used:

General office equipment: Switchboard, Computer, Telephone, Mobile devices, Scanner, Copier

Information Security

Responsible for actively protecting the confidentiality of customer information and computer systems used in the bank by:

• Remaining alert to and reporting malicious or suspected malicious email.
• Participating in training opportunities to ensure continued protection of customer data.
• Provide feedback where possible to help improve the Bank’s security culture.

Responsible for maintaining confidentiality of all sensitive information.

Compliance:

Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.